Maria Elena Wilson
Corona
Summary
Results-oriented Customer Relations Supervisor with a strong history of boosting customer satisfaction and optimizing business operations. Demonstrated expertise in team leadership, process improvement, and conflict resolution has led to significant enhancements in service delivery. Key accomplishments include the successful implementation of strategic initiatives that transformed customer experiences. Committed to fostering a collaborative team environment while driving continuous operational improvements.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Customer Relations Supervisor
Santa Margarita Water District
Rancho Santa Margartia
12.2017 - Current
- Led multiple CIS billing conversion projects.
- Worked closely with the engineering staff on new development and meter purchase sales.
- Managed a team of eight, including two billers, to ensure high-quality support.
- Collaborated with the executive team on developing a low-income program.
- Collaborated with Finance on PROP 218 notices.
- Executed revised rate implementation in CIS.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Generated daily, weekly, and monthly customer service activity reports.
- Collaborated with the Finance team to develop new G/L numbers and transaction codes.
- Developed staff schedules aligning with forecasted workload and staffing resources.
- Collaborated with supervisors to align team efforts toward shared objectives.
- Collaborated with IT department to test new phone system.
Customer Service Biller
Liberty Utilities/ Formerly Park Water Company
Downey
01.2015 - 12.2017
- Accurately billed over 35,000 customers.
- Evaluated data accuracy in exception summaries.
- Collaborated with management to outsource the AMR meter exchange program.
- Tested and Implemented Rates approved by the Public Utilities Commission.
Lead Customer Service
Liberty Utilities / Formerly Park Water Company
Downey
03.1991 - 01.2015
- Provided leadership and direction to customer service team, ensuring high levels of customer satisfaction.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Delegated work to staff, setting priorities and goals.
- Performed accurate monthly balancing tasks.
- Responsible for issuing overpayment refunds.
- Managed write-off processes and ensured efficient collection strategies.
- Managed transactions from all payment channels, such as online platforms and Pay Near Me.
- Collaborated with Supervisor to test newly implemented CIS.
Education
High School Diploma -
Richard Gahr High School
Cerritos06-1988
Skills
- Experienced with CRM Systems
- 34 Years in Public and Private Water Sectors
- Experienced in Overseeing New System Implementations
- Training and coaching/mentoring
- Inter-departmental collaboration
- Customer Support
- Account management
- Excellent communication
- Knowledgeable in Diverse Rate Structures
- Bilingual, Spanish-speaking
Accomplishments
- Leadership Committee with Advanced Utility Systems
- Team Leadership Committee with California Users Group (AUS)
Languages
Spanish
Native/ Bilingual
Certification
- AWWA Supervisory Management Training
Affiliations
- I love to spend time with family watching Football on Sundays.
References
References available upon request.
Timeline
Customer Relations Supervisor
Santa Margarita Water District
12.2017 - Current
Customer Service Biller
Liberty Utilities/ Formerly Park Water Company
01.2015 - 12.2017
Lead Customer Service
Liberty Utilities / Formerly Park Water Company
03.1991 - 01.2015
High School Diploma -
Richard Gahr High School
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